Engineer I, Field Service

Thermo Fisher Scientific • Waltham, MA

9d • $26 - $34 • Hybrid

About The Position

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every day by enabling our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources and opportunities needed to achieve their career goals while helping take science a step beyond. Together, we develop solutions for some of the world’s toughest challenges—from protecting the environment and ensuring food safety to helping advance the search for cures for cancer.

The Field Service Engineer (FSE) is responsible for installing, maintaining, troubleshooting, and repairing a variety of laboratory instruments within an assigned territory. This person will be based in the Watham, MA territory. In this customer-facing role, you will combine technical expertise with exceptional service to ensure our customers receive reliable, timely, and professional support. You will build strong customer relationships, collaborate with internal teams, and help identify service solutions that support both customer success and business objectives.

Requirements

• 3+ years of experience in a related science, engineering, technical service, and/or customer-facing role.
• Strong troubleshooting and problem-solving skills, with the ability to identify customer needs through effective questioning and provide appropriate solutions.
• Ability to exercise sound judgment, prioritize work independently, and determine next steps to ensure efficient service delivery.
• High degree of autonomy, initiative, and self-motivation with limited supervision.
• Strong interpersonal and communication skills with a collaborative, team-oriented approach.
• Ability to adapt quickly to changing technologies, processes, and methodologies.
• Commitment to delivering high-quality customer service and maintaining strong customer relationships.

Nice To Haves

• Experience working in clinical, diagnostics, laboratory, and/or other regulated environments.
• Familiarity with industry standards, quality requirements, and regulated processes.
• Ability to quickly learn and effectively use IT systems and digital tools that support field service operations.
• Experience with related product applications and an understanding of customer assays and technical requirements.

Responsibilities

• Perform onsite installation, upgrades, updates, troubleshooting, repairs, and planned preventive maintenance of laboratory instruments.
• Deliver an exceptional customer experience by demonstrating integrity, professionalism, technical expertise, fairness, and responsiveness in every interaction.
• Build strong, long-term customer relationships by understanding customer needs and delivering effective technical solutions.
• Achieve established revenue objectives while meeting customer needs through efficient instrument repair, installation, and preventive maintenance services.
• Identify customer service needs and support the sale of service contracts and other service products.
• Collaborate with internal partners to resolve customer issues and continuously improve operational processes.
• Complete required service documentation accurately and on time, including Cloud for Service (C4S) ticket management, Field Problem Reports (FPR), and Field Service Reports (FSR).
• Follow established spare-parts processes, including ordering, usage, returns, physical inventory counts, and car-stock management.
• Implement Qualification & Validation products at customer sites.
• Maintain and expand technical competency through product training, staff meetings, and ongoing education related to new instruments, technologies, markets, customers, and competitors.
• Manage travel expenses responsibly and follow company travel policies and guidelines.
• Perform other related duties as assigned.

Benefits

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level